The steps for contacting any Help Desk are fairly universal, whether it be about your favorite TRUgaming game server or calling the operating system provider about your PC or a an application you have installed.  Yet the inevitable.. “it’s broke, fix it!!!” is issued… regardless of why or who broke it!

Contacting Support Via Phone:

  • Make sure you have all your login/account information available, as well as any challenge passwords or other unique identifiers, so the person on the other end can verify who you are quickly.
  • Be as clear as you can about what the issue is.  Make sure that the person on the other end can repeat back to you the nature of the issue you are reporting and is not just taking notes based on what they think they heard.
  • Make sure you have things like error codes or error messages handy and what if any changes you made to your system before hand, example new hardware or software, or software updates, or editeds to  a config file.  If you have edited a configuration file, make sure you know what changes you made.  A simple typo or space in the wrong place  can cause issues.
  • If you can you repeat the process causing the error make sure they are aware of that.
  • Try to get a case number so that if you get disconnected or need to call back, you have a reference point.
  • Never close a case immediately if the person on the phone has helped you resolve the issue.  Request at least 24 hours before closure.  That way you can make sure the solution works and you don’t have to go through all the steps of opening a new case all over again.
  • Always use a reliable and trusted support source.  Some support companies want to install software on your PC to help trouble shoot the issue.  Be careful…what you allow to be installed and what they have access to.  Always err on the side of caution.  If they have to look at your PC, make sure that they do not have Remote Control access, unless you totally trust them.  When in doubt, share your screen and let them tell you what to do.

Contacting Support Via Email:

  • If you have more than one system registered under your name, make sure your clearly identity which system you are having issues with.
  • Be as clear as you can about what the issue is.  Make sure you have screen shots of things like error codes or error messages.  Include any log files, or links to log files.
  • List what if any changes you made to your system before hand, example new hardware or software or software updates, or  config file edits.
  • If you have edited a configuration file, make sure you know what changes you made.  A simple typo or space in the wrong place  can cause issues.  Identify if you have you backed out the changes and if you are still getting the error

 

Above all…  Yes, you have an issue and you want it resolved, but try to KEEP CALM.  Getting yourself and the support person helping you frustrated will not help resolve things any faster.

 

Other Things To Remember About Contacting Support:

  • The internet/web is your friend for troubleshooting issues.  But remember, there are things out there from SOOO long ago and while they may show up at the top of your search results, they may not be appropriate for your 2018 version of the software.  The article may contain some good troubleshooting tips, but the solution(s) provided because of their age may, if you are lucky fix things or make them worse.
  • Always make sure you have a backup of your personal data files  “My Documents”, “My Pictures”, etc.  Either on an external USB drive, USB stick or up in the cloud using one of  the may providers
  • When you first get your PC/Laptop, if it has an option to make a recover CD/USB, do so.  It could be your saviour if you ever have to reinstall things as many vendors do not provide a FREE Recovery CD/DVD any more.